Adobe Experience Platform (AEP) Support Manager

At Adobe, we are changing the world. How? We provide people with tools to bring their ideas to life and develop content that makes life more fun and work more meaningful. We empower businesses and organizations to deeply connect with their customers. We craft the stunning content that streams across your laptop, TV, phone, and tablet every day. We also harness the massive power of big data to help companies turn data into insight and insight into action by delivering the content people want most.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in encouraging leaders throughout the organization. If you are enthusiastic about leading from where you sit, join us.

Position: Adobe Experience Platform (AEP) Support Manager, Customer Engineering (CE)

Adobe - A Recognized Award-Winning Employer

Adobe is committed to hiring top talent, which is why we are an award-winning employer ranked on FORTUNE magazine's "100 Best Companies to Work For." We recognize employees as the foundation of our success. Adobe recruits and retains skilled and motivated individuals, develops a setting where they can innovate and perform at their best, and rewards them by offering a chance to share in the company's success.

• Direct management responsibilities for all designated resources, team objectives, morale, and culture
• Motivate the team to deliver world-class customer experiences across multiple channels
• Setting quarterly individual goals and providing ongoing performance feedback
• Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer happiness, operating efficiency, and product quality
• Working cross-functionally to find opportunities to collaborate on process improvement, customer engagements, customer concerns, and local business objectives
• Engaging in support of key accounts and managing blocking issues
• Build relationships with teams across the organization
• Provide excellence in communication with customers across cases, public forums, and social media

• Requires a 4-year degree (or equivalent industry experience) and at least 5-10 years supporting customers or internal partners in a fast-paced, enterprise-level, critical software support environment.
• Minimum 3-6+ years of people management experience
• Outstanding communication abilities (presentation, written, and verbal) and capacity to engage effectively with professionals at all levels. Skilled at simplifying complex ideas.
• Strong critical thinking abilities and the capacity to handle difficult situations professionally
• A proven history of growing the scope of a team
• Familiarity with SaaS solutions necessary - AEP would be a preferred area
• Strong people skills. Has developed, in previous roles, strong, lasting relationships with multiple collaborators, partners and customers
• Demonstrates a sound understanding of Adobe's business, multiple functions, and path to market
• Works collaboratively, effectively, and efficiently with others
• Effective influencing and negotiation capabilities. Understands the core ideas behind influencing and negotiation when collaborating, communicating, or engaging with others. Verified track record of reaching mutually beneficial results.
• Clear capability to attract, grow, and maintain talent. Recognizes important skills, communicates the benefits of Adobe or the department, and applies fundamental methods to motivate, align, and activate others.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015.

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI - and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range:

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.